L1 – Reports Engineer
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Job Description
Reports Engineer providing customer support and report customization for an international SaaS company. Working remotely with a focus on communication and problem-solving in client interactions.
Responsibilities:
- First point of contact for customer inquiries
- Clear, friendly and structured communication with customers
- Analyze and resolve incoming customer support tickets
- Create and customize reports using Handlebars.js according to customer requirements
- Assist with questions regarding software configuration
- Identify issues and collect relevant technical information
- Recognize when escalation to Level 2 or the Product team is necessary
- Document problems and solutions in a structured manner
- Ensure high customer satisfaction through timely communication
Requirements:
- Excellent communication and problem-solving skills
- Customer-oriented and organized working style
- Strong troubleshooting mindset and enjoyment in identifying root causes
- Basic knowledge of Handlebars.js or comparable templating languages (or willingness to learn quickly)
- Ability to work independently and as part of a team
- German at native or fluent level
- Good English skills
- Initial experience creating or adapting reports/templates (e.g., HTML/CSS)
- Basic understanding of web applications
- Fundamental knowledge of M365, APIs and HTTP status codes
- Experience in software configuration and identity/access management
- Basic security awareness (password hygiene, phishing, secure device use)
Benefits:
- 100% remote work and full flexibility in scheduling
- A transparent, trust-based company culture in an international SaaS scale-up
- Modern tools, data-driven processes and fast decision-making
- 2–3 offsites and workshops per year for strategy, exchange and team building
- High level of ownership and clear development prospects
- The opportunity to actively shape a fast-growing SaaS company
- Steep learning curve in Customer Success, onboarding, software processes & content creation
- Close collaboration with our Customer Success and Product teams
- Flexible working hours
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